Decision search
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London Borough of Lewisham (25 004 042)
Statement Upheld Allocations 24-Mar-2026
Summary: Mr X complained the Council wrongly removed him from its housing register and failed to provide him with interim accommodation following a homelessness application. Mr X also complained about delays in the Council’s complaint handling. Mr X says the Council’s actions caused significant harm to his mental and physical health and negatively impacted his relationship with his children. We found fault by the Council. The Council has agreed to provide an apology and financial remedy to Mr X and reconsider his request for a review regarding his eligibility to be placed on the housing register.
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Essex County Council (25 004 905)
Statement Upheld Alternative provision 24-Mar-2026
Summary: We have found the Council at fault for its poor communication about the alternative provision available to Mrs X’s son. We also found fault with the Council for delays during the post-16 annual review process. This fault caused avoidable distress to Mrs X and her son. The Council has agreed apologise and make a symbolic payment.
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London Borough of Islington (25 005 130)
Statement Upheld Special educational needs 24-Mar-2026
Summary: Mr X complained that the Council had failed to ensure his son’s school adhered to his Education, Health and Care Plan, and had delayed in dealing with Mr X’s complaint. We consider the Council investigated Mr X’s concerns properly and we accept its decision that there had been some fault. However, we do not find the resulting injustice is as claimed by Mr X and that an apology is sufficient remedy. We have therefore completed our investigation and are closing the complaint.
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South Tyneside Metropolitan Borough Council (25 005 265)
Statement Upheld Disabled facilities grants 24-Mar-2026
Summary: There was no fault in the Council’s decision to propose a step lift instead of a wheelchair ramp for Mr Y in 2023 which met his needs and was in line with relevant guidance. However, there was poor communication to Mr Y and Mrs X from the Council around the reasons why it decided not to install the ramp. The Council agreed to apologise for the frustration and uncertainty caused.
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Derby City Council (25 005 305)
Statement Upheld Special educational needs 24-Mar-2026
Summary: We upheld a complaint from Mrs D that the Council delayed in issuing her daughter with an Education, Health and Care Plan. We also found some avoidable delay with the Council’s complaint handling. These faults caused some injustice to Mrs D and her daughter causing distress and putting her to unnecessary time and trouble. The Council has accepted these findings and at the end of this statement, we set out action it agreed to take to remedy that injustice.
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London Borough of Merton (25 005 663)
Statement Upheld Council tax 24-Mar-2026
Summary: The Council was not at fault for the way it took recovery action for Ms X’s council tax debt. The Council was at fault when it failed to provide body camera footage when Ms X requested it, for an error in its complaint response to Ms X and when its Enforcement Agents chased a payment she had already made but this did not cause her a significant injustice.
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London Borough of Bexley (25 005 775)
Statement Not upheld Homelessness 24-Mar-2026
Summary: There is no evidence of fault by the Council. The Council emailed Miss X to tell her she did not need to move out of her Temporary Accommodation. Miss X says she did not receive this, but there is not enough evidence to reach a conclusion the email was not delivered.
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London Borough of Waltham Forest (25 005 931)
Statement Upheld Homelessness 24-Mar-2026
Summary: Ms X complains the Council mishandled and delayed dealing with her homelessness application putting her at risk from an abusive ex-partner causing distress. We found service failure by the Council as it was unable to move Ms X to more suitable accommodation immediately due to a lack of available accommodation but it was working proactively with Ms X to secure accommodation. But this fault did not cause an injustice to Ms X. So, we have completed our investigation.
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London Borough of Hounslow (25 006 611)
Statement Upheld Council tax 24-Mar-2026
Summary: Mr X complained the Council incorrectly advised him he was due a council tax refund of £5,750.75 and agreed to send him the money. The Council later said Mr X was not due a refund. By then, Mr X had spent savings and borrowed money based on the Council’s advice, causing emotional distress. The Council was at fault for giving Mr X incorrect advice about his eligibility for a refund. The Council agreed to pay Mr X an increased distress payment for raising his expectations and for the distress and uncertainty its fault caused him.
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London Borough of Lambeth (25 007 836)
Statement Upheld Homelessness 24-Mar-2026
Summary: Ms X complained the Council has delayed moving her to alternative suitable temporary accommodation. We find the Council was at fault for its delay in moving Ms X to alternative suitable temporary accommodation. This means Ms X has been deprived of living in suitable accommodation. The Council has agreed to apologise to Ms X and make a payment to her.